Help, I need somebody help: Troubleshooting F1 help issue

3 minute read time.

If ever you are in Sage 300 ERP and need some help in a particular module or task, people have relied on pressing F1 to get the help they need.

But there are times when you press F1 and you encounter the following message:

Page cannot be displayed.

You will normally run into this issue if you have the following Microsoft Windows operating systems:

Microsoft Windows Server 2003 Server (All Editions)
Microsoft Windows 2000 (All Editions)
Microsoft Windows XP (All Editions) – Note that Microsoft has stopped providing support for this OS since April 8, 2014
Microsoft 98 (All Editions)
Microsoft Windows Millennium Edition
Please note that this issue is not limited to the above list.

The reason why you are seeing this issue is because you’ve installed either Microsoft Security update 896358, 840315 or Windows Server 2003 Service Pack 1.

Microsoft Knowledgebase Article http://support.microsoft.com/kb/902225 (902225) has a detailed explanation of the cause of the issue.

We have a workaround that will resolve this issue.

Before proceeding, the steps below should only be done a Sage Certified Consultant or Business Partner. Also, create a full and verified backup before proceeding and this should first be attempted in a test installation and the results should be fully verified before implementing in a live system.

To resolve this issue, you first need to find out if Sage 300 ERP is implemented on a Terminal Server. If it is then do the following on the server where Sage 300 ERP is installed:

1. Open the Windows Registry aka Registry Editor

2. Browse to the following registry path:

For 32-Bit Operating Systems:

HKEY_LOCAL_MACHINE | SOFTWARE | MICROSOFT | HTMLHelp | 1.x
Note: Create the above key if it does not exist.

For 64-Bit Operating Systems:

3. Select and right-click the above registry path and select the option to create a new key.

4. Rename the folder to "ItssRestrictions."

5. Select and right-click the ItssRestrictions folder.

6. Select the option to create a new DWORD Value

7. Rename the new DWORD Value to "MaxAllowedZone."

8. Right-click on MaxAllowedZone.

9. Select the option to Modify.

10. Enter "1" in the Value data field and click OK.

11. Select and right-click on the ItssRestrictions registry path.

12. Select the option to create a new String value called UrlAllowList

13. Enter the following path in the Value data field:

\\ServerName\Share\ACCPACFOLDER;file:\\\ServerName\Share\ACCPACFOLDER

Where ServerName = Name of Server, Share = Location of Network Share, and ACCPACFOLDER = Location of Programs Files for Sage 300 ERP

14. Press the F1 Key to verify if the help information is displayed on the F1 Help screen.

15. Repeat step 10 and reset the value to 3 if the problem persists.

If your Sage 300 ERP is implemented on a regular client/server (i.e. workstation setup) apply the steps above on each of the affected workstations.

This solution is based on the information provided from Microsoft Knowledgebase Article: http://support.microsoft.com/kb/896054 (896054).

If you have any questions about troubleshooting this issue or resolved this in another way, let us know in the comments.

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